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Technical Service Manager 2

Job ID 620 Date posted 08/24/2017
Location Montreal Canada Canada
Job Description

Jeppesen: Transforming the way the world moves.




Responsible for assisting assigned customers with the daily management and maintenance of the product, including support, provision of knowledge injections, problem solving, and upgrading to new releases. Ensures that Jeppesen provides service and support as stipulated in service level agreements. Within Jeppesen, acts as an internal customer on behalf of the clients and works closely with other departments to raise awareness of technical and operational issues regarded as important by the client.



Essential Duties:

  • Analyzes and processes defects and provides interim solutions according to Service Level Agreements.
  • Answers questions about the usage of functionalities in the system, including propriety programming languages and other development tools.
  • Delivers software patches and new major releases. Assists customers with the deployment of these patches and releases.
  • Ensures the other pertinent areas of the Company acts upon customer ideas, thoughts, opinions and issues.
  • Builds client competence and handles basic customer relations.
  • Serves as the customers’ main point of contact for product enhancements.
  • Supplies alternative solutions for enhancement requests.
  • Implements less complex change requests in order to raise technical competence level.




Technical degree in a related field of study and typically 2 or more years' related work experience or an equivalent combination of education and experience.



Knowledge and Skills:

  • Makes use of and applies job practices, techniques, standards, principles, theories, and concepts.
  • Provides solutions to a variety of technical problems of moderate scope and complexity.
  • Works under general supervision, and no instructions are needed for routine work. Receives general instructions for special assignments. Work is reviewed for sound technical judgment and overall adequacy.
  • Contributes to the completion of specific project milestones. Failure to achieve results, reaching erroneous decisions or making faulty recommendations may cause delays in program schedules and may result in the allocation of additional resources.
  • Interacts primarily with internal personnel and infrequently with inter-organizational and external customers on routine matters.


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